--Senior Manager, Learning and Development--

Qualifications Profile

Seasoned, astute, and results-oriented professional, offering extensive experience in staff training and development, training project management, consulting, IT management, finance, and project life cycle administration within various industries.

Adept at developing and implementing comprehensive training and development systems and curriculum documentation for all levels of professionals, in order to enhance their knowledge, skills, and proficiency level.

Known as an accomplished instructional designer, with experience utilizing ADDIE, Merrill’s Principles of Instruction, and other training methods and theories.

Proficient in utilizing Oracle User Productivity Kit (UPK) training software to create training materials as an administrator, project manager, and instructional designer.

Articulate communicator with a naturally personable attitude, capable of establishing intuitive connections with diverse individuals.

Currently holding Secret-Level and Public Trust Security Clearances.

Areas of Expertise

People and Project Management

Team Management

Regulatory/Section 508 Compliance

Change Management

Client Relationship Building

Training Facilitation and Evaluation

Adult Learning Methodologies

Instructional Design and Curriculum Development

Online Meeting and Webinar Administration

Leadership and Cross-Functional Collaboration

Relevant Experience

TJ Harrison Consulting LLC, Chantilly, VA

Independent Learning and Development Senior Consultant/Project Manager Jan 2015–Present

Provide services to clients through change management, training and development programs, and project management; as well as initiatives to promote a performance culture utilizing Oracle UPK, Adobe Captivate, PeopleSoft, IBM Curam, Oracle Business Intelligence Enterprise Edition (OBIEE), and Oracle Hyperion and other training programs.

Design and implement end-to-end learning and development solutions, including evaluation, design, and delivery of training deliverables with cross-functional partners and vendors.

Execute large-scale learning agendas across multiple agencies with focus on service and skills, while identifying and prioritizing training needs with business leaders.

Carry out key tasks, such as developing work plans, communicating progress, soliciting and incorporating feedback, and ensuring alignment for successful delivery as part of learning and development (L&D) and training initiatives.

Serve as primary point of contact among learning communities to set common standards, best practices, policies, and procedures.

Conceptualize in-house scalable solutions that include a blended approach to learning, such as coaching, workshops, conferences, on-the-job training and e-learning to ensure educational integrity and consistency of messaging.

Works closely with leaders across the organization to understand their needs and training requirements and translate business requirements and objectives into L&D programs.

Closely monitor and establish metrics to ensure alignment of L&D efforts and results with business needs of the organization.

Facilitate in-depth evaluation of success of learning and development programs to ensure incorporation of taught skills and techniques into work behavior and help employees in maximizing learning opportunities.

Conduct comprehensive research and introduction of new L&D tools and techniques.

Demonstrate a strong client orientation and consultative approach, with a proven track record of excellent program/project and stakeholder management.

Notable Accomplishments:

Successfully implemented Oracle UPK at fourteen DoD Agencies that serve over 50,000 end users, as the project manager and subject matter expert. Led training and knowledge sharing sessions as the Oracle UPK SME for over 100 Agency trainers and senior staff.

Knowledge Management Inc. Boston, MA

Instructional Design Lead UPK System Administrator May 2015 – Dec 2015

Played a key role as the instructional design lead for the Department of State’s Integrated Personnel Management System (IPMS) within the HR System Oversight Division (SOD) bureau, which serves all Department of State employees both domestic and worldwide.

Provided expert oversight to the development, design and delivery of approximately 287 training materials within the Department of State’s training library for six systems within IPMS.

Made use of the Oracle UPK software to effectively design and implement all training materials.

Led the creation and implementation of new initiatives including assessment building to improve the distribution of training certifications and the implementation of the UPK Knowledge Center and Usage Tracking to track and report on training module completions for each bureau domestically and internationally.

Participated in the planning and execution meetings with the Department of State SOD Team, HR Organizational Change Management Team, division chiefs, and the HR executive director to obtain comprehensive knowledge of the proper method in utilizing training materials while understanding the needs of users.

Served as the video captioning SME for the HR SOD Team on the captioning of media, including YouTube videos, Adobe Connect webinars, video conferences, and meetings with the HR executive director and assistant secretaries of state.

Performed a wide range of tasks, including learner and task analysis, assessment creation, data sensitivity, learning objectives, delivery methods, content outline, and evaluation planning to provide instructional design for instructor-led, video conference and web-based training solutions.

Served as the Section 508 SME for the HR Organizational CM Team, as well as UPK Application SME to the Technical Support and Help Desk teams.

Provided identity access management expertise to effectively manage the access and provisioning within systems, including PeopleSoft 9.2, HR Customer Connection (HRCC), and the Oracle UPK 12.1 software tool.

Notable Accomplishments:

Facilitated courses on Train the Trainer, UPK overview, and digital video conference sessions with domestic and overseas HR staff, along with system design overviews with Department of State Division chiefs, executive director, domestic branch chiefs, and department staff.

Consistently received stellar feedback on the ability to pay close attention to detail and articulate the needs of the department into training that transformed the department’s business processes and increased its efficiency for users.

The Midtown Group, Vienna, VA

Training Program Manager Nov 2014–May 2015

Ensured the quality of training program, which included updating of SourceAmerica curriculum; delivery and execution of stand-up training and individualized instruction; and recruitment, assessment, and placement of staff.

Took charge of the newly created Wounded Warriors Internship Program by designing and gathering internship information, developing internship job aid for SourceAmerica Staff, including CEO and Director of Human Resources and articulating results to the director of training.

Made use of the Sum Total LMS system to manage training content, webinars, and instructor led courses.

Determined training opportunities by evaluating business applications and developing a training plan in coordination with SourceAmerica business units.

Observed strict compliance with Section 508 for SourceAmerica’s national office by serving as the SME in reviewing training materials and employee communications through the Job Access with Speech (JAWS) screen reader.

Offered hands-on support to SourceAmerica’s nonprofit agencies by conducting in-depth research on appropriate training format and recommending necessary changes in the training process based on current trends in the market.

Drafted project plans and facilitate training to nonprofit agencies, SourceAmerica staff, and other partners on various applications including Front Office Automation (FOA) Extranet Resources, Community Rehabilitation Program (CRP) Case Management, and the Procurement List Management Information System (PLIMS).

Supported and maintained Document Management and Collaboration System (DMACS) SharePoint resource portal page; while acting as Adobe Connect administrator for national meetings and webinars for SourceAmerica national staff and nonprofit agencies.

Notable Accomplishments:

Reorganized the development process for the SourceAmerica Monthly Training Brochure by designing a plan and timeline of production and distribution, which saved more than $27K in event cancellation fees for SourceAmerica.

Played a key role as an administrator within the Metrics that Matter training assessment tool that enabled the quantification of value of training classes and webinars while obtaining insights on customer satisfaction; through the following key responsibilities:

oComparison of performance to assigned training benchmarks to effectively incorporate results to marketing strategies.

oEvaluation of training metrics to measure success of new/existing training classes and webinar.

Accenture Federal Services, Arlington, VA

Sustainment Training Senior Instructional Designer UPK System Administrator Jul 2012–Jun 2013

Played a key role as training release manager/consultant for the Department of State’s Integrated Logistics Management System (ILMS) for embassies and consulate employees.

Provided expert oversight to the development and delivery of approximately 620 training materials within the Department of State’s training library for nine modules in ILMS.

Made use of Oracle User Productivity Kit software to effectively design and implement all training materials.

Created and presented project plans to Department of State clients on a monthly basis through meetings with division directors and overseas branch chiefs to keep them abreast with strict deadlines, review cycles, and training updates.

Participated in the planning meetings with the Department of State Change Management team to obtain comprehensive knowledge of the proper method in utilizing training materials while understanding the needs of users.

Performed a wide range of tasks including learner and task analysis, data sensitivity, learning objectives, delivery methods, content outline, and evaluation planning to provide instructional design for instructor-led and web-based training solutions.

Facilitated the evaluation of courses and testing processes with Accenture personnel and Department of State clients; as well as training requirements, released within modules of ILMS with Department of State division directors, overseas branch chiefs, training staff, overseas desk officers, and Accenture personnel.

Led the creation and implementation of the Usage Tracking model in order to monitor and assess the effectiveness of training content within the embassies worldwide.

Provided identity access management expertise to effectively manage the access and provisioning within systems including Oracle E-Business Suite, PeopleSoft and the Oracle UPK software tool.

Notable Accomplishment:

Facilitate numerous engagements including UPK review, Adobe Connect sessions, and usage tracking overview training with Department of State division directors, overseas branch chiefs, embassy support staff, and other Accenture consultants.

Wells Fargo Bank NA, Beaumont, CA

Business Training Consultant Apr 2010–Oct 2011

Organized and managed the training of more than 650 retail team members in 18 states within 18 months.

Conducted classroom training on the conversion of Wachovia regions throughout the company for all retail banking positions, including branch and service managers, personal bankers, and tellers.

Ensured there was a sufficient supply of training materials including manuals, participant guides, and office supplies in the classroom; in partnership with the regional supply coordinators.

Provided identity access management expertise to effectively manage the access and provisioning within systems including PeopleSoft, StoreVision Teller, StoreVision Platform, and HOGAN.

Notable Accomplishments:

Established a reputation for continuously handling increasing responsibilities; thus, earning the following awards and honors:

oRecognition from the top leadership within the region for effective sales and service delivery skills and executing training class management through ADDIE adult learning methodology.

oAchievement of Wells Fargo Shared Success Award in 2011.

oSelection as senior training consultant to the Mergers and Acquisitions Team for the largest bank merger conducted in the United States.

oAppointment to serve in an elite group of consultants to train individuals who would benefit from additional training of complex subject matters outside of the classroom in various formats; as well as team lead on special projects including Customer Experience Pilot in Atlanta, Georgia and Florida Personal Banker Preview in Birmingham, Alabama.

Obtained high evaluations and superb feedback from the senior leadership for exemplifying industry expertise in facilitating numerous training seminars on sales effectiveness, leadership fundamentals, techniques to manage a compliant store, business processes within a retail banking branch, and human resource specific policies.

Additional Experience with Accomplishments

CACI International, Arlington, VA

System Analyst Jun 2013–Nov 2014

Supported the development, testing and project life cycle as the lead for the Oracle UPK Help Menu Integration Project for the NIH Business System.

Presented finalized Oracle Help Menu integration proof of concept to NIH business system directors and program manager.

Facilitated training and developed software in support to the Oracle User Productivity Kit for National Institutes of Health (NIH)/Health and Human Services (HHS) federal employees and CACI contractor staff of 174.

Carried out key tasks, such as identifying process improvements, collaborating with technical business partners to effectively implement modifications on online training, and creating customized system configuration through Oracle UPK training software.

Held full accountability for the NIH UPK Library, which comprised of more than 1300 online tutorials, ensuring its adherence to established guidelines in coordination with the NIH portal administrator.

Developed new concepts toward the success of UPK training materials across the NIH’s business system, in collaboration with the NIH change management director.

Provided identity access management expertise to effectively manage the access and provisioning within systems including Oracle E-Business Suite, the NIH SharePoint Portal, and the Oracle UPK software tool.

Assumed responsibility of operations and maintenance change management lead while serving as UPK administrator

Managed and facilitated weekly change management meetings to brief the change management director on current tasks and activities of the OCM Team.

Notable Accomplishments:

Earned recognition as subject matter expert on instructional design and content development within the UPK software tool; as well as the Star Award for Q4 2013 and Q1 2014 from the project manager and director.

Consistently obtained selection to lead training on various courses to NIH/HHS employees.

Demonstrated skills in developing standard operating procedures manual for UPK; consequently, being utilized by administrative users of the software tool.

Wells Fargo Bank NA, Vienna, VA

Service Manager Oct 2011–Jun 2012

Functioned as mentor to managers in the McLean District and consistently earned selection to support branch locations on records management, audit preparation, and sales coaching; as well as customer experience and analysis and operational assistance for the team members.

Provided identity access management expertise to effectively manage the access and provisioning within systems including PeopleSoft, StoreVision Teller, StoreVision Platform, and HOGAN.

Notable Accomplishments:

Led and mentored a staff within the Greater Washington DC Region which 85% of them successfully met and exceeded their sales metrics and customer experience scores.

Directed a team in audit preparations who passed the annual audit with 90% out of 100 score in 2012.

Ranked 4th out of 63 managers in the Greater Washington DC (GWDC) region; thus, gaining recognition as one of the top performing managers in the region from the senior leadership team of Community Bank Presidents and the head of mid-Atlantic retail banking.

Exhibited superior customer service, problem solving, analytical, and managerial skills, which resulted in the recognition as the region’s top performer in Mid Atlantic banking in 2012.

Transformed and positioned an underperforming branch into 4th place by leading and training the staff to become top-performing sales individuals, in which by the end of Q1 the entire staff became incentive eligible and capable of generating payout of $12K, which was the 4th highest payout in the GWDC region.

Personal Banker-Beaumont, CA Aug 2009–Apr 2010

Presided over the training of new employees on fundamentals and skills necessary to be a top performing banker including sales effectiveness and customer experience.

Provided identity access management expertise to effectively manage the access and provisioning within systems including PeopleSoft, StoreVision Teller, StoreVision Platform, and HOGAN.

Notable Accomplishments:

Successfully obtained gold level for all customer WOW surveys in year 2009 and 2010; as well as the On-the-Watch Fraud Detection award in 2010 in four different locations for preventing fraud within the assigned branch.

Gained distinction as bronze and silver-level performer in 2009 and 2010 for the following sales metrics:

oConsumer account solutions (individual sales)

oPartner referrals to other Wells Fargo lines of business including investments, mortgage, and business account services

oConsumer account packages and consumer account pack percentage

Teller-Beaumont, CA Jan 2007–Aug 2009

Received several accolades for excellent performance and professionalism such as:

oGold and silver-level solutions performer (individual sales) in 2007 to 2009.

oRanking in the Inland Empire Region as one of the top 25 tellers.

oGold level for customer WOW surveys in 2007 to 2009.

oService Excellence Champion award in 2009.

oOn-the-Watch Fraud Detection award in 2009 in four different occasions.

Acquired the Excellence in Customer Service award (Perfect 5s) throughout the entire career within the company.

Stater Bros Markets, Loma Linda, CA

Clerk/Customer Service Representative Aug 2003–Jan 2007

Guaranteed the provision of quality service while adhering to the operational procedures and company policies by training and executing performance evaluation of workers.

Achieved three Star Regional Performer awards in 2005 to 2006.

Education

Master of Business Administration, with Concentration in Project Management

In Progress; Expected Date of Graduation: Sep 2020

University of Phoenix, Phoenix, AZ

Bachelor of Arts in Mass Communications: 2009

California State University, San Bernardino, CA

Internship: CNN Entertainment, Los Angeles, CA

Professional Development

Adobe Connect Administrator Training Maestro LMS Administrator Training Anti-Money Laundering Fair Lending

Deposit Regulations HMDA Compliance Marketing Teller Compliance with REG CC, REG E, and REG D

Currency Transaction Reporting Online Meeting and Webinar Administrator Management Principles Train the Trainer

Suspicious Activity Reporting Project Management Professional Coursework United States Patriot Act

Hewlett Packard Project Portfolio Management (HP PPM) Training Concur: Travel and Expense Training

Oracle UPK Technical Consultant Training ADDIE Bank Secrecy Act Office of Foreign Assets Control (OFAC)

Identity Access Management Video and Media Captioning Agile Project Management Methodology

Project Management Institute (PMI) Project Management Training Learning and Development Leadership Courses

Professional Affiliations

Board of Directors–Future Business Leaders of America

Member–Project Management Institute (PMI)

Member–Association for Talent Development (ATD)

Activities

Volunteer-Special Olympics, Arlington, VA Facilitator-Train the Trainer Sessions, Wells Fargo, Beaumont, CA

Volunteer-Back on my Feet, Washington, DC Project Management Essentials, Washington, DC

Workshop Facilitator-Dress for Success, Washington, DC Consultant-Northern Virginia High School, Washington, DC

Technical Acumen

Microsoft Office Applications (Word, Excel, Skype, Outlook, PowerPoint, Project, Access, and Visio) Retail Banking

My Concur (Travel and Expense) Oracle User Productivity Kit 12.1.0.4 HP Project Portfolio Management (HP PPM)

Oracle E-Business Suite 12.2.6 Maestro LMS Administrator Saba LMS Administrator Adobe Connect Administrator

Job Access with Speech (JAWS) Screen Reader PeopleSoft 9.2 SnagIt 13 Metrics that Matter Assessment Administrator Adobe Presenter Oracle Business Intelligence Enterprise Edition Oracle Hyperion/Smart View

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